Multiple account numbers with FNB
I recently had a run of bad service from FNB and would like to share my experience.
During January of 2021 I app**** for a PAYU account from FNB on their website.
On the 13th of January I received an sms with an account number as well as a reference number. On the 18th of January i received another sms congratulating me on opening my PAYU account. On the 26th of January I was informed that my Easy PAYU card was available for collection from a branch. On the 28th of January I went to collect my bank card and got the app activated on my phone as well.
At this point it seemed as if things were going well.
On the 28th of February I used the account number received in the sms (on 13 Jan) and made a R 100.00 deposit into the account from another banking app. I checked my FNB app but didn’t see the transfer reflecting so I checked again (on the app where the payment was made from) and saw that the payment was to be processed by the 5th of March. I did contact FNB prior to this about the missing payment but cancelled the request after checking for the due date of the payment. {REF Number ***Q }
Here is where the problems start.
On the days following the 5th of March I opened my FNB app and checked for the payment. It was still not reflecting. It was then that I discovered that my account number in my app was completely different from the one that was sent to me via sms on the 13th of January.
I sent an email query { REF Number ***Q } to FNB explaining the situation. This was on the 17th of March 2021. I spoke to a consultant on the phone ( kudos for the quick service here ) about the matter and she said that should sent copies of the sms’s in question. I did so ( also on the 17th of March ).
On the 30th of March I receive an email { ***Q REF Number } telling me that my FICA documentation was being verified. I rep**** on said email that this wasn’t the problem and reffered them back to my previous email.
On the 1st of April I received an email asking for the account number. Again I reffered them back to the email that I had sent previously.
On the 7th of April I received an email stating the following:
"Kindly note that we are unable to trace your original email, hence we are asking for you to provide us with an account number so that we can assist."
I rep**** to that email with the account number that is in my app.
On the 19th of April I received an email from FNB requesting a signed and dated color ID copy for security and verification purposes.
I rep**** with my phone number and told them to call me as I have been moved from pillar to post ( various times ) by FNB.
Since then ( 19th of April ) I have not had any contact, via email or phone from FNB.
1. Why was an account number that is different to the one in my app sent to me, before i had the app installed & activated on my phone? The ramifications, if my salary payment were made into that account number would have been disastrous.
I’ve been struggling for close to 2 months to get clarity on this matter. If FNB feels that it was an error on my part, the least they can do is to email me and let me know that there isn’t any course of action that i can take. Then i would know where I stand.
It seems that FNB is eager to sign up new clients for business but as soon as they have been signed up the concern fades. FNB looks to become like a lot of big businesses in South Africa that is just concerned with collecting money from customers but doesn’t seem to bothered about helping you solve problems that arise from using their services.
I honestly have zero expectations about getting this issue resolved but I would like to put it out there so that people know what type of service they might be letting themselves in for when dealing with FNB.